Service Delivery Manager
Core
Lead strategic client relationships and ensure successful delivery of high-quality services across a portfolio of accounts.
Role type
Senior Service Delivery Manager
Builds
Service delivery operations and customer partnerships
Domain
IT Services / Managed Services
Deliverable
client delivery
Required skills
Strategic client management, Financial management, Risk management, Service governance, Business development, Leadership, ITIL v4 expertise, Forecasting, Stakeholder management, Analytical skills
Preferred skills
AWS, Microsoft, Oracle, Red Hat, OutSystems, Snowflake
Technologies
ITIL v4, ISO20000
Responsibilities
Develop and maintain strong relationships with key customer stakeholders, Own the production and presentation of customer-facing and internal service reports, Lead regular service and governance reviews with customers, Proactively manage escalations, service issues, risks, and customer requirements, Oversee invoicing, account profitability, and commercial performance, Lead monthly forecasting activities for revenue and project costs, Ensure adherence to ISO20000 standards and ITIL best practices, Drive service improvement initiatives, Identify and cultivate opportunities for additional services and strategic engagements, Provide guidance and mentorship to Service Delivery Managers and wider team members
Seniority
Senior, hands-on IC with leadership responsibilities